CZ is my command center, and I use it to proactively manage account health, track engagement, and prioritize where I can drive the most impact. I appreciate how CZ keeps all my notes, call recaps, and touchpoints tidy and centralized, providing a clear, reliable history of what's happened and what’s next. What I like most about ChurnZero is that it gives me a single, centralized view of my entire book of business. I also really like the dashboards! Review collected by and hosted on G2.com.

I would like if there were dedicated tabs for 'History' separating Support tickets, touchpoints and opportunity signal. Review collected by and hosted on G2.com.

I use ChurnZero to monitor, manage, and communicate across our customer base effectively. I appreciate the visibility and analytics it provides, helping me prioritize work and ensure customers gain value from our product. ChurnZero allows me to design reporting that fits our needs, offering preconfigured dashboards as well as the flexibility to create reports specific to our use cases. I love that it enables me to monitor and manage the customer lifecycle all in one place, making it convenient to oversee everything. I also frequently recommend ChurnZero, giving it a 10 out of 10 for its performance. Review collected by and hosted on G2.com.

Coming into ChurnZero having already been configured two years prior, I wish there were more prescriptive ways to monitor Churn, NPS, CSAT that could have enabled this team to operate better sooner. The person who implemented was new to CS and could have used more guidance and less flexibility. Review collected by and hosted on G2.com.

I really appreciate how I can create segments, plays, and journeys tailored to both accounts and contacts. This functionality makes it incredibly easy to automate sending emails, update account information without manual work, and share details with external parties, all with little effort once everything is set up. ChurnZero has empowered us to nearly double our customer base without needing to add more team members, since it handles so many tasks for us. Also, there is a good amount of resources and articles to self-serve when you are trying out a new workflow. And if that doesn't work, I know I can rely on their customer support team and our CSM (shoutout Alex!!). Review collected by and hosted on G2.com.

My main concern with ChurnZero is the limited flexibility in how ChurnScores are calculated. While I understand the reasoning and intention behind their approach, I find the process less intuitive than I would like. Review collected by and hosted on G2.com.

I really enjoy that ChurnZero keeps innovating and putting out new features. There's always something new and exciting, which I love. The commitment to innovation that ChurnZero has is not unnoticed. It's clear they continue to try and make a better product for their customers. Review collected by and hosted on G2.com.

Just minor things here and there like, the ability to access some information requires extra clicks. Sometimes you have to click around a little bit. Initial setup was a little tricky, and definitely a team effort. It was not easy, but we had great support to ask questions and help out weekly for when we had questions. Review collected by and hosted on G2.com.

I really love the detailed customer data and segmentation that ChurnZero offers. As a customer marketer, I rely on ChurnZero to connect with our software customers through in-app messages. It’s also super helpful for rolling out in-app guides and product walkthroughs, which support product adoption and awareness.

One of my favourite aspects is gathering insights on customer communication and behaviour. I can track customer engagement on the platform, satisfaction levels, email CTRs, and in-app notifications views. Definitely a valuable tool for our team. Review collected by and hosted on G2.com.

Wish there were more customizable features for in-app communications, such as linking pop-ups to specific features in the platform or on specific solution pages, or more complex, multi-step and visually pleasing notification designs. Review collected by and hosted on G2.com.

The best part about ChurnZero is that all my emails are sent instantly. Review collected by and hosted on G2.com.

Formatting emails is very difficult, creating a Playbook takes a long time (relative to other vendors), not being able to duplicate other user's playbooks is inefficient, the system can only process 3 plays at a time which is not efficient for a large organization, we are only able to send 99 emails at a time if we want the emails to show up in our sent box, the CSMs for ChurnZero are not helpful (often times I get better service/responses from their support team). Review collected by and hosted on G2.com.

I really like the look and feel of the platform — it’s clean, easy to use, and intuitive. When I need to learn something new, the knowledge base and the active community are excellent resources. As the admin, I’ve found it straightforward to implement new processes and share them with my team. The ChurnZero support team is also a big plus. It’s easy to hop on a call, screen share, and work through any challenges quickly. Review collected by and hosted on G2.com.

The one thing that throws me off is the naming convention for “Segments.” I understand the function, but when I’m explaining ChurnZero to colleagues who aren’t users, it feels odd to say “run a Segment” instead of “run a report.” It’s a small thing, but it can be confusing when I’m walking others through the tool. Review collected by and hosted on G2.com.

I find ChurnZero's ease of use and accessibility to be a big differentiator. The data model and table structure are very easy to understand, and the design is quite intuitive. I particularly appreciate the visual workflows and the way segments and dashboards are built, which allow my team to manage and adapt our processes without needing specialized training. This improves our team's efficiency and reduces the risk of failure when implementing changes. Additionally, the ability to automate customer engagement and workflows, especially with AI functionality and Playbooks, is a significant advantage. This feature has helped us automate complete workflows and scale our operations more quickly. Review collected by and hosted on G2.com.

Nothing! The team is great about addressing any challenges we face and providing consultative work arounds when we have unique requirements. We haven't run into any blockers or issues that couldn't be resolved. Review collected by and hosted on G2.com.

It is so easy to use. I love that I can clearly see what my tasks are for the day and which of my accounts need attention the most. Review collected by and hosted on G2.com.

Only simple little enhancements would make it better. For example, the ability to hit enter after typing the site number to bring up an account. Review collected by and hosted on G2.com.

I really like the visibility across all accounts with ChurnZero, enabling real-time reporting and keeping track of status updates for each account. It's very effective and efficient when used actively, helping teams track client services and information effectively. This ensures we deliver great client experiences. The setup process was very user-friendly, making it easy to configure reporting and information on a weekly, monthly, and quarterly basis. I find ChurnZero extremely useful for tracking all information within one tool and for easily pushing out communications. It's a fantastic tool that helps keep teams on track with meeting goals, setting success plans, and identifying customer journeys. Review collected by and hosted on G2.com.

Nothing found at this time. Review collected by and hosted on G2.com.